Workflow Rules for Creating Followup Calls Based on Call Results

You must configure workflow rules and actions so that a followup task is created when a producer updates the value in the Call Result field in the Task Detail page after making a call to a lead or a client.

The types of calls that producers make to leads or clients include the following:

Referral calls. Referral calls are calls that producers must make to follow up on leads.
Birthday calls. Birthday calls are calls that producers make to existing leads or clients on their birthday.
Review calls. Review calls are calls that producers make to leads or clients when it has been six months since the last call with the lead.

The producer can capture the result of these calls in the Call Result field on the Task Detail page. The values for the Call Result field include the following:

No Reach. The producer selects this value if the lead is unreachable.
Stay In Touch. The producer selects this value if the lead or contact does not want to talk today but the lead wants the producer to stay in touch.
Dead File. The producer selects this value if the lead does not want to talk today and does not want to be contacted again
Appointment. The producer selects this value if the lead or client is ready for an appointment.

The workflow rules create a followup task for calls that result in the No Reach value or the Stay in Touch value. The type of the followup task depends on the type of the original task.

Call result value is No Reach. If the Call Result value is No Reach, the workflow rule schedules a followup task for the next working day for the lead or client record owner.
Call result value is Stay in Touch. If the Call Result value is Stay in Touch, the workflow rule schedules a followup task to call the lead six months from now or one week prior to the lead’s or client’s birthday, whichever occurs first.

The following topics describe the workflow rules and actions for creating followup calls based on call results: